Okay folks. - Update: Spoke to PayPal contact Centre at 10.00am this monring and escalated from the agent to call centre manager. Her words: have "a team working on this issue", "agree it is a big problem", "it was a major system failure over 3 days", When asked what was the resolution SLA (service level agreement) assigned to this problem, she said the company had stated the target (note target and not actual resolution) was "by 16th April" When asked if that an SLA of days, not hours was commensurate with a major system failure, she acknowledged that it "probably wasn't" When asked why her agents were giving customers different answers/fix times, she wasn't able to comment (good as the call centre manager!) I asked why wasn't there any notices about this on the Paypa website or in their call centre automated voice scripts (IVR), she said she didn't know but would pass it onto IT and Comms. She accepted that this would result in Financial Ombusdsman complaints and possible FCA action. She agreed that they "have not handled it well" She said ther was no further action she could take for me. I have logged a formal complaint with the Financial Ombudsman. You can too. This is from their website: ----------------------------------------------------------------------------------------------------------------------------------------------- phone our consumer helpline on 0300 123 9 123 or 08 00 023 4567 Monday to Friday – 8am to 8pm Saturday – 9am to 1pm we'll be happy to phone you back email complaint.info@financial-ombudsman.org.uk we will usually be able to deal with phone queries on the spot - so phoning will be much quicker than emailing us ----------------------------------------------------------------------------------------------------------------------------------------------- The Ombudsman said Paypal have upto 8 days to respond to a Complaint. I pointed out that I was not given the opportunity to formally complain, as the Call Centre manager said there was not further action/escalation possible on this issue. That is why a complaint can be raised with the Ombudsman. The issues in my complaint were: ~Paypal have my money and I don't have access to it ~Paypal have not responded in a manner commensurate with the severity of the issue ~Paypal are not/have not resolved the issue in a timely manner ~Paypal have not got suitable processes to manage failures in bank transfers ~Paypal have not kept customers updated in regards to a major issue with their systems ~Paypal do not have systems in place that enables customers to escalate major issues If you do complain, I suggest using these or similar points to give consistancy. Kev
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